Contact Centre Representative

The Operations Contact Centre Representative role plays a pivotal part in helping Canopy's ongoing growth. We are seeking a dynamic and customer-focused individual to join our team. In this role, you will be responsible for handling inbound and outbound calls, live chat, emails, and other communications from customers. Your primary objective will be to provide exceptional customer service by addressing enquiries, resolving issues, and ensuring customer satisfaction.

You will take on the responsibility of guiding the renters through the referencing journey and acting as the driving force behind resolving customer referencing and technical issues, as well as analysing documents. Additionally, you'll collaborate with letting agents to verify tenant suitability. This role also involves identifying opportunities within customer interactions to promote our extensive range of products and services.

Flexibility is key, as you will adapt your efforts to support Canopy's various teams in achieving their business objectives.,

• Deliver exceptional customer service across our telephony and digital channels.


• Promptly address and respond to all customer service tickets generated.


• Cultivate and maintain strong relationships with customers, agents, and landlords, ensuring timely responses in adherence to service level agreements.


• Proactively monitor and offer solutions to renters and agents utilising our products.


• Conduct precise tenant referencing checks within specified timeframes.


• Thoroughly review employment and landlord references according to company standards.


• Perform manual verification checks on tenants' financial documents.


• Guide and oversee the tenant journey from initiation to completion.
  
  Exceptional customer service skills, ideally delivered through telephony and digital channels


• Strong written and verbal communication skills


• Accurate with an eye for detail


• At all times calm, welcoming and genuinely customer focused


• Flexible and adaptable with a willingness to learn, Demonstrate outstanding customer service abilities, particularly through telephony and digital channels.


• Possess excellent written and verbal communication skills.


• Display precision and keen attention to detail.


• Maintain a consistently calm, welcoming, and genuinely customer-centric demeanour.


• Exhibit adept multitasking, prioritisation, and time management skills.


• Show proficiency in utilising technology, including spreadsheets (Google/Office) and customer support software.


Most importantly, you'll share the qualities that have driven our success so far: firstly, you're a people person and a team player. You'll be adaptable and a clear communicator, able to tailor your approach dependent on each individual customer. You show a passion for getting it right for our customers and clients. Throw in lots of initiative, enthusiasm and a positive, solutions oriented approach and there's a good chance you'll thrive at Canopy., Education: GCSE or equivalent (preferred)

Experience: Customer service: 2 years (required)

Language: English (required),
• GCSE or equivalent (preferred)


Experience:

• customer service: 2 years (required)


Language:

• English (required)
  
  Canopy is on a mission to build a Rental Marketplace aimed at helping the millions of Renters worldwide achieve their financial goals. Our core proposition, RentPassportTM, allows Renters to create a digital rental profile which is shareable with agents of prospective properties.


Joining Canopy represents an exciting opportunity for the right person who is keen to take their career to the next level and work with a highly committed, passionate and dedicated team to grow the company in the years to come. Canopy is searching for like minded individuals, who want to share in its success.

Canopy is committed to making a good place to work. You will receive the following:

• Adaptable family-orientated working environment


• Starting with 25 days holiday a year plus bank holidays ( FTE )


• Overtime opportunities


• Free tea and coffee (when in the office)


• Smart casual dress code


• Company funded events


• Employee assistance programme


• Hybrid working model


This is a part time position of 25 hours pw. The normal operating hours are between 9:00 AM and 7:00 PM from Monday to Friday. The expected working hours for this role is 10:00 AM to 3:30 PM with a half hour unpaid lunch break. However, we can be flexible for the right candidate. Additionally, there is a Saturday rotation in place as overtime.